Queue live metrics: conversations
Contents
Monitoring queue performance (conversations)
- Go to the Messaging tab to assess the queues' summary performance report for text conversations.
- The report displays the following metrics:
Chats in queue – The number of conversations currently in the queue waiting to be assigned to an agent.
Distributed chats – The number of conversations distributed from the queue and currently awaiting the first response from an agent.
Ongoing chats – The number of conversations distributed from the queue and currently being processed.
Received chats – The total number of conversations that entered the queue during the selected period.
Handled chats – The total number of conversations distributed from the queue and processed during the selected period. A chat is considered processed if it was manually closed by a user or if the Maximum customer silence time was reached.
Lost chats – The total number of conversations distributed from the queue and lost during the selected period. A conversation is considered lost if one of the following limits was reached: Maximum waiting time, Maximum queue size, or Maximum agent silence time.
Service level (%) – The ratio of all conversations in which the first response from an agent was given within the established SL period and fell within the designated period, to the total number of conversations in which the first response from an agent fell within the designated period. The resulting figure is multiplied by 100%.
Min. reaction time – The minimum time from when a conversation was assigned to an agent until the first response from that agent during the selected period. The metric is calculated for periods when the following events occurred: a chat was assigned to an agent or a chat was in process (first response from an agent received).
Avg. reaction time – The average time from when a conversation was assigned to an agent until the first response from that agent during the selected period. The metric is calculated for periods when the following events occurred: a chat was assigned to an agent or a chat was in process (first response from an agent received).
Max. reaction time – The maximum time from when a conversation was assigned to an agent until the first response from that agent during the selected period. The metric is calculated for periods when the following events occurred: a chat was assigned to an agent or a chat was in process (first response from an agent received).
Avg. handle time – The average time it takes agents to process conversations during the selected period. The metric is calculated as the ratio of the conversations' total processing time to the total number of conversations processed. This metric is calculated for periods when the following events occurred: a chat was distributed to an agent, a chat was closed by a user, or the Maximum customer silence time elapsed.
Transferred chats – The number of conversations transferred to another queue/agent during the selected period. The number of transfers within a single chat is not counted in this metric. The system counts only transfers to a queue from which or within which a transfer was made.
All agents – The total number of agents in the following statuses: DND + Offline + Online + Banned + In service + Ready + custom.
- Click the Settings icon to select which queues you want to monitor and which columns you want to display. You can save your filters as a custom view and share it with other users.
Editing queues
- To edit the queue, click the Edit button and select Edit queue settings.
The editing queue settings feature is not available to supervisors.
- To change the number of agents assigned to the queue, click the Edit button and select Edit number of agents.
Supervisors can assign/unassign their group agents to/from the managed queues.
The Queue agent management dialog displays the list of all agents not assigned to the current queue.
- In the Search by users field, start typing the agent's name or email to find a specific employee.
- Use Filter by assignments to retrieve only unassigned agents or members of specific groups or campaigns.
- Select the agents you want to assign to the queue from the left column and click the right arrow button. The agents now display in the right column.
You cannot assign agents if they are already assigned to the maximum number of queues allowed (the limit per agent is 5) or a PDS campaign.
- To remove agents from the queue, select the agents from the right column and click the left arrow button.
- Click Additional options to assign skills to the new agents and add comments for the removed/added agents, if required.
- Click Confirm.
The system adds/removes the agents to/from the queue.
- You can also manage the queue settings and agents in the queue summary table.
- Select the queue from the list, click the Action menu icon, and select the option you need.
